Customer Success Account Manager

Job Title: Customer Success Account Manager

Location: Remote (Toronto, ON)

Job Type: Full-time

Company: Microsoft

Job Overview

Microsoft is seeking a Customer Success Account Manager to drive customer satisfaction, optimize product adoption, and ensure long-term business success. This role is part of the Customer Experience & Success (CE&S) organization, which focuses on accelerating business value for customers through Microsoft's technology solutions. As a key member of the Global Customer Success (GCS) team, you will be responsible for nurturing relationships, delivering customer-centric strategies, and supporting digital transformation initiatives.

Responsibilities

Customer Relationship Management

• Build and maintain relationships with key customer stakeholders, partners, and internal teams.
• Understand customer business priorities and align them with Microsoft solutions.
• Guide conversations to facilitate the achievement of customer business objectives.
• Develop and contribute to a customer success plan supporting business transformation.
• Communicate effectively with executive-level stakeholders.

Technical Expertise & Digital Transformation

• Leverage technical knowledge of Microsoft Cloud solutions (Azure, Modern Work, Dynamics 365).
• Identify opportunities for customer growth and digital transformation.
• Collaborate with technical specialists to recommend relevant Microsoft technologies.
• Stay informed about industry trends and Microsoft’s technology roadmap.

Customer Success Leadership

• Align Microsoft services with customer goals and priorities.
• Execute program planning, customer reviews, and engagement prioritization.
• Identify and mitigate potential adoption blockers.
• Track product usage and adoption to ensure long-term customer retention.
• Provide proactive support and escalate issues as needed.

Operational Excellence

• Utilize Microsoft delivery methodologies to manage customer operational health.
• Develop and implement deliverable programs that enhance customer experience.
• Drive accountability for customer milestones and consumption goals.
• Report and track adoption trends to improve customer success strategies.

Qualifications

Required Qualifications:

• Bachelor's Degree in Business, Computer Science, Psychology, Sociology, or related field.
• 2+ years of experience in customer success, consulting, solution delivery, or portfolio management.
• Strong communication, relationship-building, and problem-solving skills.

Preferred Qualifications:

• 5+ years of experience in customer success, account management, or related roles.
• Experience in cloud computing, enterprise software, or IT consulting.
• Microsoft or equivalent certifications (e.g., Azure, Microsoft 365).
• ITIL Foundation certification or equivalent service management experience.

Compensation & Benefits

• Base salary range: CAD $66,500 - $128,300 per year.
• Comprehensive benefits package, including healthcare and retirement plans.
• Flexible work arrangements (100% remote option).
• Professional development and career advancement opportunities.

About Microsoft

Microsoft is a global leader in technology, committed to empowering individuals and organizations through innovative software, cloud solutions, and AI-powered technologies. Microsoft fosters an inclusive work environment and provides equal employment opportunities to all candidates.

Apply now to become a key part of Microsoft’s mission to empower every person and organization on the planet to achieve more!